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Responsible Gaming

RESPONSIBLE GAMING
We believe in Responsible Gaming and take our responsibility in this matter seriously. Gambling should be an exciting pastime, and we urge our Customers to have fun, but not bet beyond their means. Ekabet is committed to endorsing responsible wagering among its Customers as well as promoting the awareness of problem gambling and improving prevention, intervention and treatment.
We undertake any effort in order to ensure your pleasant online gaming experience while playing in Ekabet, keeping full awareness of the financial harms associated with problem gambling. With regard to the purposes pointed out herewith, we do strongly suggest our Customers to try keeping clearly separate gambling from his/her daily activities; try establishing affordable deposit limits; try considering the lasting time of each gambling session before its commencing; not to understand gambling as an alternative source of income or a way to recoup debit;
At any time, the Customer may request to our Customer Service temporary or permanent self-exclusion from part or all of our services as well as the closure of his/her account. We will use all our reasonable endeavours to ensure compliance with self-exclusion; however, you accept that we are not liable if you manage to by-pass our security measures in circumstances which are beyond our reasonable control.
The Customer may request that our Customer Service activate stake limits on his/her account, or modify existing ones. Ekabet provides its users with the facilities to set their own stake limits on a daily, weekly or monthly basis. We will use all our reasonable endeavours to ensure the effective enforcement of the stake limits; however, you accept that we are not liable if you manage to by-pass our security measures in circumstances which are beyond our reasonable control. Revocation of previously self-imposed limit shall come into effect only after seven days after the Company has received the request of Revocation.

APPLICABLE LAW AND PLACE OF JURISDICTION
Any bet placed by the Customer shall be governed by the applicable provisions of the Betting, Lotteries and Gaming Act, CAP. 131 and any Regulations and Rules made in terms thereof, as amended from time to time. It shall be the responsibility of the Customer to ensure that he/she is aware of these provisions.
The betting contract, as well as any other legal relationship between the Customer and the Company, for every circumstance not regulated by the Terms of Use, is subject to Kenyan laws.
If the Customer places a bet from a location falling outside Kenya, such bet shall be subject to all appropriate exchange control regulations and the laws of the foreign jurisdiction from which such communication originates and it shall be the responsibility of the Customer to ensure full compliance with same. Ekabet makes no warranties and shall not be liable to the Customer if it is not able to remit any monies held by it to any account held by the Customer in a foreign jurisdiction.

PALPABLE ERRORS
Some circumstances may arise where a bet is confirmed, or a payment is performed, by us in error. The following is a non-exhaustive list of such circumstances:
Whenever the prices/spreads/terms offered by Ekabet are significantly dissimilar from those available in the general market,
Whenever the prices/spreads/terms offered at the time the bet is placed are clearly wrong given the probability of the forecast occurring,
Whenever a bet has been erroneously accepted on a market which should have been suspended or removed,
Where a bet containing incompatible events is accidentally accepted, because of human or technical error,
Whenever a settlement error is made while computing or crediting the amount of winnings,
Any other situation that may be referred to as an error.
In all these cases Ekabet reserves the right to cancel all the bets accepted containing such an error, or to correct the mistake made re-settling all the bets at the correct prices/spreads/terms that should have been available at the time that the bet was placed in the absence of the error

The Customer has an obligation to inform Ekabet as soon as possible of any amount wrongly credited on his/her account. Ekabet may at any time set off any positive balance resulting from the erroneous operation, as well as cancel possible bets or transactions made with the erroneously credited funds.
Neither we (including our employees or agents) nor our partners or suppliers are liable for any loss resulting from any error made. Bets placed in order to cover flawed bets will stand valid if not impaired by errors.
In the event that, due to technical problems, the printed version of a document or of a coupon differs from the web version, the latter shall prevail.
In the event of any dispute the Customer agrees that the records of our server shall act as the final authority in determining the outcome of any claim.

TERMINATION
Ekabet shall have the right prior to accepting any bet, temporarily to suspend or permanently to terminate, the provision of betting services to a Customer without providing any reason.

MEASURES TO MITIGATE EXCESS AND UNDERAGE BETTING.
VULNERABLE PLAYERS
We uphold responsible gaming practices which help to reduce the likelihood of problem gambling amongst vulnerable customers. We have introduced a number of measures to help prevent the onset of problem gambling, including self-exclusion processes, capping the maximum stake one can place at a time, offering advice and support to problem gamblers and allowing players to set limits as to how much they spend both within online and mobile-based gaming channels.

UNDERAGE GAMBLING
On sign up, we ensure participants are over 18.

FRAUDULENT AND CRIMINAL BEHAVIOR
We have implemented anti-money laundering policies and procedures. This involves implementation of effective know your customer processes when taking on new customers and tracking and reporting any suspicious transactions to relevant authorities for action based on the Kenyan Law.

INFORMATION PRIVACY
We have a platform that ensures protection of our customer data and records such as name, address, age, telephone number and email address against unauthorized or unnecessary disclosure.

PROMPT AND ACCURATE CUSTOMER PAYMENTS
Our tamper proof system ensures that payments to and from customer accounts are conducted according to formal and documented processes in an accurate and timely manner. We have typically ensured that customer funds are managed separately from our own accounts and that we have sufficient cleared funds to pay all players prize pay-outs/wins and outstanding player balances promptly and in regard to the laws of the country.

FAIR GAMING
EkaBet has been tested to ensure it is fair and random and that it adheres to the set rules. We also have technicians and other qualified personnel who conduct continuous tests and upgrades where necessary to ensure that fair gaming rules are communicated and always followed

ETHICAL AND RESPONSIBLE MARKETING
We have complied with the relevant regulatory advertising codes of practice which typically ensures that advertisements are factually correct and do not target underage or vulnerable gamblers, such as players who have self-excluded themselves from gambling. We also seek permission from the customer prior to engaging in direct marketing through use of the customer’s personal details

CUSTOMER SATISFACTION
Our customers are able to freely make comments or complaints through our customer service centre and we have in place adequate processes and procedures to deal with complaints, either internally or via an independent third-party.

SECURE, SAFE AND RELIABLE OPERATING ENVIRONMENT
We have in place internal controls and processes that adhere to the licensing conditions as stipulated by BCLB. All our operational, payment and technical systems and processes operate securely and effectively. In addition, we also have adequate business continuity management procedures to ensure that our operations can continue even in the event of unforeseen circumstances or disasters.

BOOKMAKING MECHANICS
EkaBet Sports Betting product’s mode of operation will be SMS and web based betting. User registration and access to fixtures and odds will be available on short codes and also be available on the website

BETTING PROCESS:
Registration On sms
User initiates registration process by sending the word EKA to “29232” (Charging: MO -On Demand) at the normal SMS cost. That information is relayed to the mobile carrier, then to our system then to the Betting service provider. SMS the word EKA to 29232

On Web
User initiates registration process filling in an online form at www.ekabet.com That information is relayed to our systems, then to the betting service provider.

Confirmation
An automated confirmation response is generated by the betting service provider, then sent to our system which is then forwarded to the specific mobile carrier, then to the end user. Once this is confirmed, a user PIN would be generated to be used as a confirmation protocol for future transactions and a REGISTRATION CODE for the website login.
Welcome to Ekabet! Your username is 07XX XXX XXX. Your PIN is XXXX. You can NOW bet and WIN! Sms EKA to “29232”. Visit www.ekabet.com. Your online registration code is XXXXX SMS Cost 2/-. Terms & Conditions apply.
There will be certain key elements that this system will observe to ensure delivery of the correct response. For example, use of correct KEYWORD by the end user to initiate certain processes, use of correct FORMAT especially when placing bets and also checking on the terms and conditions as placed on the web based betting.
The first user interaction would be the registration process; The first expected procedure would be on SMS by sending the word EKA to the “29232” and in turn receive a message confirming registration. The second expected procedure would be by filling the online form on www.ekabet.com. correctly and submitting it.
The registration process involves creating the user profile and account matching the details as given out.

Funds Deposit
The next step would be for the user to fund his/her account by sending a certain amount (Minimum Ksh. 50) to the allocated paybill number 286630 and assigned account name EkaBet. Upon successful funds transaction, they will receive an auto-response in the following format:
Your EkaBet account has been activated. Your account balance is KES XXXX.
Reply with EKAODDS to get a list of games you can bet on. SMS cost at normal rate/- Terms and Conditions apply

Finally, once all this is realized, then user now is ready to place bets even on the online platform. For this to be effected, he will need access to match fixtures and ODDS. In order to access all these, the user will be required to send the word EKA to “29232” and in turn the user will receive a list of current match fixtures, their ODDS and match ID. The user can also head to the online platform and select the ODDS and place then place the bet after confirming the selections.

Placing Bets
If you are aware of the game ID of the current or upcoming match, place your bet by sending an EKA to “29232” in the format below:

Games you can bet on and win BIG: GAME ID: 38 [Team A Vs Team B] on Date at Time; Odds [1(1.1), X (2.2), 2(3.3)]. Send your selection to 29232 in the format: GAME ID#1 or 2 or X#AMOUNT
Games you can bet on and win BIG: GAMEID: 180 [Southampton vs. Manchester United] on "27/02/2016" at "23:00:00"; Odds [1 (3.14), X(1.98), 2(2.91)] GAMEID: 181 [Verona vs Sampdoria] on "28/02/2016" at "20:30:00"; Odds [1 (2.18), X(2.48), 2(2.85)] Send your selection to “29232” in the format GAMEID#1 or 2 or X#AMOUNT e.g.181#2#250
GAME ID# Team 1 or Team 2 or Draw represented as X# Your Bet Amount. Example: 012#1#500.
You will receive a confirmation sms with your bet details and possible payout/win amount. Since there would be a lot of matches and all this information can’t fit into one automated response, to access more matches and their ODDS, the user will again be required to send the word EKA to “29232 to receive more matches, their ODDS and Game IDs
e.g. Sms EKA to “29232 and get more football matches to bet on. Place your bets and win BIG! SMS cost 2/-. Terms & Conditions apply

Once the user has placed bets, then after the match(es) have ended, the user will receive an automated notification of scores/results of the specific match(es) the user placed bets on and whether they have won or not and by how much. This information will automatically initiate the accounting protocol of the betting system and credit/debit the users account and also be able to generate statements for that specific match/ event.

Accounting
This information can be accessed by the end user anytime through the use of the PIN assigned.

To check their account balance, the user will be required to send the word BALANCE to “29232”. The balance will always be automatically placed on the screen of the online platform.

To initiate a withdrawal, the user will also be required to send a particular withdrawal format to “29232” and confirm the transaction with the use of their PIN. To be able to withdraw funds send WITHDRAW#PIN#AMOUNT to “OUR SHORT CODE”.

The user can also use the WITHDRAW button on the web platform and will be prompted to provide their PIN for the withdrawal to take place

If the user forgets their PIN, then they have to call in customer service where they will go through a vetting process before being issued with a replacement PIN.

Promotional Mechanics and Marketing
At its inception, EkaBet will focus on football as its core mobile betting service. It works as follows:

We advertise the start of a EkaBet betting service that allows the public to make bets on the outcome of a football match to encourage mass participation we shall offer the public the opportunity to win.
We have a vast and intense marketing and promotion strategy for our product. We will utilize major media houses to promote EkaBet, incorporate road shows in all major cities, conduct regular promotions in major sports bars and focus on out-door marketing which will include but not limited to flyers and posters distribution to create brand awareness.
Engage our customer database through both above and below the line marketing strategies that will include strategically placed radio, print advertisements merchandising and marketers within clubs
Inform welcome and promote participation to the promotion through “Zero Rated” bulk sms messages highlighting the games and prize money and jackpots to be won
Motivate the public to participate through large cash prizes, jackpots and guaranteed instant payout after every sporting event is successfully concluded.
Profile our customers based on their response to the promotion and develop appropriate text messaging and bulk sms strategies
DISPUTE RESOLUTION MANUAL
If one has a complaint; one can email customer support at [email protected] or call our customer service centre on +254 709804804 and if your query or complaint is not resolved, you can ask for the matter to be escalated to the Head of Betting Operations. The Head of Betting Operations will investigate and contact you back with a resolution within 48 hours.
You will be given the name and status of the people to whom your query/complaint has been referred. If you remain dissatisfied, we may agree with you to refer the matter to an independent third body for arbitration.
EkaBet will at all times apply best efforts to resolve a reported matter promptly within 24hours once the complaint has been raised and if the matter will take more time, the same shall be communicated to the customer.
If you have a query with regard to any transaction, you may also contact EkaBet at [email protected] with details of the query. Ekabet will review any queried or disputed transactions.
If for some reason you are not satisfied with the resolution of the complaint by the Company, you can complain to the Betting Control and Licensing Board ("BCLB"). Kindly note that by contacting the BCLB you are confirming that you have not breached any of the EkaBet Terms and Conditions as agreed to by you upon registration to our service.
In all other times where a dispute arises, the parties shall refer the matter for Arbitration by a single arbitrator agreed by the parties were the chosen venue shall be Nairobi. Where there is no agreement each party shall appoint an arbitrator and the nominated arbitrators shall appoint a single arbitrator and where they are unable to agree the Chairman for the time being of the Kenyan Chapter of Chartered Institute of Arbitrators shall appoint one.
Offensive or rude language, as well as malicious or damaging comments, will not be tolerated while contacting our staff or while discussing our products and services in any media, social network or forum. Any infringement of this policy will result in a suspension of the Account or in every additional action as may be required in order to ensure compliance.

Responsible Gaming

RESPONSIBLE GAMING
We believe in Responsible Gaming and take our responsibility in this matter seriously. Gambling should be an exciting pastime, and we urge our Customers to have fun, but not bet beyond their means. Ekabet is committed to endorsing responsible wagering among its Customers as well as promoting the awareness of problem gambling and improving prevention, intervention and treatment.
We undertake any effort in order to ensure your pleasant online gaming experience while playing in Ekabet, keeping full awareness of the financial harms associated with problem gambling. With regard to the purposes pointed out herewith, we do strongly suggest our Customers to try keeping clearly separate gambling from his/her daily activities; try establishing affordable deposit limits; try considering the lasting time of each gambling session before its commencing; not to understand gambling as an alternative source of income or a way to recoup debit;
At any time, the Customer may request to our Customer Service temporary or permanent self-exclusion from part or all of our services as well as the closure of his/her account. We will use all our reasonable endeavours to ensure compliance with self-exclusion; however, you accept that we are not liable if you manage to by-pass our security measures in circumstances which are beyond our reasonable control.
The Customer may request that our Customer Service activate stake limits on his/her account, or modify existing ones. Ekabet provides its users with the facilities to set their own stake limits on a daily, weekly or monthly basis. We will use all our reasonable endeavours to ensure the effective enforcement of the stake limits; however, you accept that we are not liable if you manage to by-pass our security measures in circumstances which are beyond our reasonable control. Revocation of previously self-imposed limit shall come into effect only after seven days after the Company has received the request of Revocation.

APPLICABLE LAW AND PLACE OF JURISDICTION
Any bet placed by the Customer shall be governed by the applicable provisions of the Betting, Lotteries and Gaming Act, CAP. 131 and any Regulations and Rules made in terms thereof, as amended from time to time. It shall be the responsibility of the Customer to ensure that he/she is aware of these provisions.
The betting contract, as well as any other legal relationship between the Customer and the Company, for every circumstance not regulated by the Terms of Use, is subject to Kenyan laws.
If the Customer places a bet from a location falling outside Kenya, such bet shall be subject to all appropriate exchange control regulations and the laws of the foreign jurisdiction from which such communication originates and it shall be the responsibility of the Customer to ensure full compliance with same. Ekabet makes no warranties and shall not be liable to the Customer if it is not able to remit any monies held by it to any account held by the Customer in a foreign jurisdiction.

PALPABLE ERRORS
Some circumstances may arise where a bet is confirmed, or a payment is performed, by us in error. The following is a non-exhaustive list of such circumstances:
Whenever the prices/spreads/terms offered by Ekabet are significantly dissimilar from those available in the general market,
Whenever the prices/spreads/terms offered at the time the bet is placed are clearly wrong given the probability of the forecast occurring,
Whenever a bet has been erroneously accepted on a market which should have been suspended or removed,
Where a bet containing incompatible events is accidentally accepted, because of human or technical error,
Whenever a settlement error is made while computing or crediting the amount of winnings,
Any other situation that may be referred to as an error.
In all these cases Ekabet reserves the right to cancel all the bets accepted containing such an error, or to correct the mistake made re-settling all the bets at the correct prices/spreads/terms that should have been available at the time that the bet was placed in the absence of the error

The Customer has an obligation to inform Ekabet as soon as possible of any amount wrongly credited on his/her account. Ekabet may at any time set off any positive balance resulting from the erroneous operation, as well as cancel possible bets or transactions made with the erroneously credited funds.
Neither we (including our employees or agents) nor our partners or suppliers are liable for any loss resulting from any error made. Bets placed in order to cover flawed bets will stand valid if not impaired by errors.
In the event that, due to technical problems, the printed version of a document or of a coupon differs from the web version, the latter shall prevail.
In the event of any dispute the Customer agrees that the records of our server shall act as the final authority in determining the outcome of any claim.

TERMINATION
Ekabet shall have the right prior to accepting any bet, temporarily to suspend or permanently to terminate, the provision of betting services to a Customer without providing any reason.

MEASURES TO MITIGATE EXCESS AND UNDERAGE BETTING.
VULNERABLE PLAYERS
We uphold responsible gaming practices which help to reduce the likelihood of problem gambling amongst vulnerable customers. We have introduced a number of measures to help prevent the onset of problem gambling, including self-exclusion processes, capping the maximum stake one can place at a time, offering advice and support to problem gamblers and allowing players to set limits as to how much they spend both within online and mobile-based gaming channels.

UNDERAGE GAMBLING
On sign up, we ensure participants are over 18.

FRAUDULENT AND CRIMINAL BEHAVIOR
We have implemented anti-money laundering policies and procedures. This involves implementation of effective know your customer processes when taking on new customers and tracking and reporting any suspicious transactions to relevant authorities for action based on the Kenyan Law.

INFORMATION PRIVACY
We have a platform that ensures protection of our customer data and records such as name, address, age, telephone number and email address against unauthorized or unnecessary disclosure.

PROMPT AND ACCURATE CUSTOMER PAYMENTS
Our tamper proof system ensures that payments to and from customer accounts are conducted according to formal and documented processes in an accurate and timely manner. We have typically ensured that customer funds are managed separately from our own accounts and that we have sufficient cleared funds to pay all players prize pay-outs/wins and outstanding player balances promptly and in regard to the laws of the country.

FAIR GAMING
EkaBet has been tested to ensure it is fair and random and that it adheres to the set rules. We also have technicians and other qualified personnel who conduct continuous tests and upgrades where necessary to ensure that fair gaming rules are communicated and always followed

ETHICAL AND RESPONSIBLE MARKETING
We have complied with the relevant regulatory advertising codes of practice which typically ensures that advertisements are factually correct and do not target underage or vulnerable gamblers, such as players who have self-excluded themselves from gambling. We also seek permission from the customer prior to engaging in direct marketing through use of the customer’s personal details

CUSTOMER SATISFACTION
Our customers are able to freely make comments or complaints through our customer service centre and we have in place adequate processes and procedures to deal with complaints, either internally or via an independent third-party.

SECURE, SAFE AND RELIABLE OPERATING ENVIRONMENT
We have in place internal controls and processes that adhere to the licensing conditions as stipulated by BCLB. All our operational, payment and technical systems and processes operate securely and effectively. In addition, we also have adequate business continuity management procedures to ensure that our operations can continue even in the event of unforeseen circumstances or disasters.

BOOKMAKING MECHANICS
EkaBet Sports Betting product’s mode of operation will be SMS and web based betting. User registration and access to fixtures and odds will be available on short codes and also be available on the website

BETTING PROCESS:
Registration On sms
User initiates registration process by sending the word EKA to “29232” (Charging: MO -On Demand) at the normal SMS cost. That information is relayed to the mobile carrier, then to our system then to the Betting service provider. SMS the word EKA to 29232

On Web
User initiates registration process filling in an online form at www.ekabet.com That information is relayed to our systems, then to the betting service provider.

Confirmation
An automated confirmation response is generated by the betting service provider, then sent to our system which is then forwarded to the specific mobile carrier, then to the end user. Once this is confirmed, a user PIN would be generated to be used as a confirmation protocol for future transactions and a REGISTRATION CODE for the website login.
Welcome to Ekabet! Your username is 07XX XXX XXX. Your PIN is XXXX. You can NOW bet and WIN! Sms EKA to “29232”. Visit www.ekabet.com. Your online registration code is XXXXX SMS Cost 2/-. Terms & Conditions apply.
There will be certain key elements that this system will observe to ensure delivery of the correct response. For example, use of correct KEYWORD by the end user to initiate certain processes, use of correct FORMAT especially when placing bets and also checking on the terms and conditions as placed on the web based betting.
The first user interaction would be the registration process; The first expected procedure would be on SMS by sending the word EKA to the “29232” and in turn receive a message confirming registration. The second expected procedure would be by filling the online form on www.ekabet.com. correctly and submitting it.
The registration process involves creating the user profile and account matching the details as given out.

Funds Deposit
The next step would be for the user to fund his/her account by sending a certain amount (Minimum Ksh. 50) to the allocated paybill number 286630 and assigned account name EkaBet. Upon successful funds transaction, they will receive an auto-response in the following format:
Your EkaBet account has been activated. Your account balance is KES XXXX.
Reply with EKAODDS to get a list of games you can bet on. SMS cost at normal rate/- Terms and Conditions apply

Finally, once all this is realized, then user now is ready to place bets even on the online platform. For this to be effected, he will need access to match fixtures and ODDS. In order to access all these, the user will be required to send the word EKA to “29232” and in turn the user will receive a list of current match fixtures, their ODDS and match ID. The user can also head to the online platform and select the ODDS and place then place the bet after confirming the selections.

Placing Bets
If you are aware of the game ID of the current or upcoming match, place your bet by sending an EKA to “29232” in the format below:

Games you can bet on and win BIG: GAME ID: 38 [Team A Vs Team B] on Date at Time; Odds [1(1.1), X (2.2), 2(3.3)]. Send your selection to 29232 in the format: GAME ID#1 or 2 or X#AMOUNT
Games you can bet on and win BIG: GAMEID: 180 [Southampton vs. Manchester United] on "27/02/2016" at "23:00:00"; Odds [1 (3.14), X(1.98), 2(2.91)] GAMEID: 181 [Verona vs Sampdoria] on "28/02/2016" at "20:30:00"; Odds [1 (2.18), X(2.48), 2(2.85)] Send your selection to “29232” in the format GAMEID#1 or 2 or X#AMOUNT e.g.181#2#250
GAME ID# Team 1 or Team 2 or Draw represented as X# Your Bet Amount. Example: 012#1#500.
You will receive a confirmation sms with your bet details and possible payout/win amount. Since there would be a lot of matches and all this information can’t fit into one automated response, to access more matches and their ODDS, the user will again be required to send the word EKA to “29232 to receive more matches, their ODDS and Game IDs
e.g. Sms EKA to “29232 and get more football matches to bet on. Place your bets and win BIG! SMS cost 2/-. Terms & Conditions apply

Once the user has placed bets, then after the match(es) have ended, the user will receive an automated notification of scores/results of the specific match(es) the user placed bets on and whether they have won or not and by how much. This information will automatically initiate the accounting protocol of the betting system and credit/debit the users account and also be able to generate statements for that specific match/ event.

Accounting
This information can be accessed by the end user anytime through the use of the PIN assigned.

To check their account balance, the user will be required to send the word BALANCE to “29232”. The balance will always be automatically placed on the screen of the online platform.

To initiate a withdrawal, the user will also be required to send a particular withdrawal format to “29232” and confirm the transaction with the use of their PIN. To be able to withdraw funds send WITHDRAW#PIN#AMOUNT to “OUR SHORT CODE”.

The user can also use the WITHDRAW button on the web platform and will be prompted to provide their PIN for the withdrawal to take place

If the user forgets their PIN, then they have to call in customer service where they will go through a vetting process before being issued with a replacement PIN.

Promotional Mechanics and Marketing
At its inception, EkaBet will focus on football as its core mobile betting service. It works as follows:

We advertise the start of a EkaBet betting service that allows the public to make bets on the outcome of a football match to encourage mass participation we shall offer the public the opportunity to win.
We have a vast and intense marketing and promotion strategy for our product. We will utilize major media houses to promote EkaBet, incorporate road shows in all major cities, conduct regular promotions in major sports bars and focus on out-door marketing which will include but not limited to flyers and posters distribution to create brand awareness.
Engage our customer database through both above and below the line marketing strategies that will include strategically placed radio, print advertisements merchandising and marketers within clubs
Inform welcome and promote participation to the promotion through “Zero Rated” bulk sms messages highlighting the games and prize money and jackpots to be won
Motivate the public to participate through large cash prizes, jackpots and guaranteed instant payout after every sporting event is successfully concluded.
Profile our customers based on their response to the promotion and develop appropriate text messaging and bulk sms strategies
DISPUTE RESOLUTION MANUAL
If one has a complaint; one can email customer support at [email protected] or call our customer service centre on +254 709804804 and if your query or complaint is not resolved, you can ask for the matter to be escalated to the Head of Betting Operations. The Head of Betting Operations will investigate and contact you back with a resolution within 48 hours.
You will be given the name and status of the people to whom your query/complaint has been referred. If you remain dissatisfied, we may agree with you to refer the matter to an independent third body for arbitration.
EkaBet will at all times apply best efforts to resolve a reported matter promptly within 24hours once the complaint has been raised and if the matter will take more time, the same shall be communicated to the customer.
If you have a query with regard to any transaction, you may also contact EkaBet at [email protected] with details of the query. Ekabet will review any queried or disputed transactions.
If for some reason you are not satisfied with the resolution of the complaint by the Company, you can complain to the Betting Control and Licensing Board ("BCLB"). Kindly note that by contacting the BCLB you are confirming that you have not breached any of the EkaBet Terms and Conditions as agreed to by you upon registration to our service.
In all other times where a dispute arises, the parties shall refer the matter for Arbitration by a single arbitrator agreed by the parties were the chosen venue shall be Nairobi. Where there is no agreement each party shall appoint an arbitrator and the nominated arbitrators shall appoint a single arbitrator and where they are unable to agree the Chairman for the time being of the Kenyan Chapter of Chartered Institute of Arbitrators shall appoint one.
Offensive or rude language, as well as malicious or damaging comments, will not be tolerated while contacting our staff or while discussing our products and services in any media, social network or forum. Any infringement of this policy will result in a suspension of the Account or in every additional action as may be required in order to ensure compliance.
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Paybill: 28 66 30
Account: Ekabet
Paybill: 28 66 30
Account: Ekabet